In our tickets, we have a drop down 'choose action'....to set status, priority, reassign, etc...is there a way to add other fields to this list? We have multiple duplicate tickets that need closing from our old ticket system, but since we have some required fields, (company name, company account number)...I would like to add these to the 'choose action' list so I don't have to update each ticket before i can close it.

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You cannot add other fields to that drop-down.

Is there anything about the old tickets that help you identify them as duplicate? Even if it's a list of numbers?

If so you could go through a ticket rule wizard to set the other attributes on a bunch of tickets.

e.g in rule wizard
step 1: ticket id matches regex 1|2|3|4
step 2: status=closed
Answered 06/07/2011 by: GillySpy
Seventh Degree Black Belt

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What happens is sometimes a user submits a request to multiple departments because they do not know who will help resolve the issue---so when another department gets the ticket, their ticket program auto returns their ticket number (different ticketing program) to all who were included in the original email---and since we already have a ticket open, the auto response from the other department is opening a 2nd ticket. We don't need these necessarily, so i would want them automatically closed, however, since several fields are required to be completed, the tickets are not closing---I have to close each one individually.
Unfortunately, I do not have anything that is consistent on their tickets that causes duplicates on our end.
Answered 06/08/2011 by: TexasRose
Orange Senior Belt

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